Word of Mouth is Still King

Radio, Newspaper, Television, Social Media, Billboards, Banner Ads, Press Releases, Bounce Back Offers, Magazine, SEO, Creative, FAM Trips, Email, Coupons, Direct Marketing … the list of marketing opportunities for a brand goes on and on and as technology and communication evolve so does the way brands communicate with their customers. However, there does exist a set of words that to a Marketer and Brand will always remain king. Those words are… Word of Mouth.

Word of Mouth is essentially free advertising and can undoubtedly be the most effective ROI (return on investment) for a Brand. Why you ask? Well, think about many of the decisions and purchases you have made in your life. How many times have you weighed your options or asked advice from those around you? We would bet that on most, if not all, of those occasions you enlisted an opinion from others. The reality is that most of us rely on others for major life decisions. This form of reassurance from others also trickles down to some of the most insignificant of decisions.

Check out the recent form of word of mouth advertising we received from a past leisure guest and group client. This letter was sent from a loyal Nemacolin customer to a current client who is considering bringing their group to Nemacolin.

“I was talking to Dennis Noonan at Nemacolin today as we have a three day meeting scheduled there in May and he mentioned you are thinking of a fall meeting there. I just wanted to put in my two cents in hopes it helps you in the process. We have been going to NWL for 14 years now. We bring anywhere from 200 - 400 people there every other May and have since 1998. The reason we picked it and continue to go there is it is the perfect spot. Dennis and his staff do a GREAT JOB of giving you what my father called "champagne on a beer budget". Meaning - they are willing to work with you to make sure you have a great experience at a price that works. We have travelled to many great hotels and destinations throughout the world, and NWL is right up there. When you go and stay in the Chateau - you will get an idea as to why my dad loved it there - he felt right at home, surrounded by Louis XIV pieces and antiques. All that in the middle of the Pennsylvania countryside!

Seriously, it is a great spot for selling the dream, having a goal setting workshop, team building or just a weekend away with each other. To give you an idea of the type of people they are, when Dad passed they were one of the first to call, offer condolences and offer a free place for my wife and I to come reflect and get away. No other Hotel around us did that! Joe and Maggie Hardy have created a wonderful spot there and I am looking forward to our trip in a couple months.”

No amount of advertising or marketing campaign can compete with the ROI of the referral from a lifetime customer, and because of this… Word of Mouth remains king.

Tom Leonards of Stew Leonards Shares Insights With Nemacolin

Tom Leonard, President and CEO of Stew Leonard’s stopped by Nemacolin Woodlands Resort to share with our Management Team what makes their company such a success. It didn’t take long for us to see a parallel in our management philosophies: "Take good care of your people and they in turn will take good care of your customers."

The success of this family-owned business and their legion of loyal shoppers is largely due to their passionate approach to customer service and fostering a fun and fulfilling work environment, much like here at Nemacolin.

We’d like to thank Tom for his time and for sharing his story. Below is a clip from his presentation.

Creative Cake Challenge

Teambuilding is one of the most requested subjects when we work with clients at the resort. We are great at delivering an experience that is memorable for the participants, and that is what matters the most.

Why do we say that? Our clients tell us.

Recently we had a group from one of the most prominent universities in the country at the resort. We channeled the Food Network and put together an out-of-the-box teambuilding activity at their request, an event that the entire group could participate in at the same time. After a deep discussion in regards to the goals of the programs, we put a twist on one of our popular programs and properly declared a "Creative Cake Challenge!" Each group was given all of the necessary supplies from food coloring to pastry tips and the challenge was to create a "Spring" themed cake while racing the clock. Under the supervision of our award-wining Chefs, the group designed, created and decorated their cakes, which were then judged by our very own Resort Pastry Chef.



The end? Well one team was declared the winner; however, all felt like winners after participating in one of the best teambuilding experience they have ever experienced. We always enjoy when a client tells us that.

Surprise Visit!

Here at Nemacolin Woodlands Resort you can expect the unexpected! Like this morning when the Easter Bunny showed up a full 10 days early to deliver an Easter Basket to the child of one of our guests! Whether it is for your family at work, or for your loved ones at home Nemacolin makes sure the eggs not only get delivered on time but sometimes even ahead of schedule.

Thank you Easter Bunny!




P.S. - It is rare to catch a picture of the Bunny, but our Sales Team was hot on his trail. They snapped a quick picture of the bunny as he made his rounds. Nice work!

Teambuilding At Nemacolin!

Get Ready... Get Set... GO! Now is the time to inspire your team and promote creativity, bonding and trust. Nemacolin Teambuilding specializes in adventures for corporate groups, youth programs, universities, day groups, field trips and sports organizations.

Check out the video below featuring last week's
Ski Dummy Races Teambuilding Event at Mystic Mountain!

Here is what the group had to say:
“I wanted to thank you again for the terrific team building activity that you organized for our group. It was definitely a hit – they are still talking about it. It achieved all of my goals – to network and meet new people, have fun, laugh and enjoy the outdoors! It was nice to see our hard-working general manager’s act like kids again! Thanks again. It was one of the best- if not the best activities we have ever done!” - Bonnie S., PA


For more information or to plan your next Nemacolin Teambuilding Event, please contact Eric McElhone at 724.329.6396 or by email at eric.mcelhone@nemacolin.com.

ATM Fees and Lollipops?

I discussed the simplicities of the loyalty phenomenon in a previous post this summer. It’s the acknowledgment, the sense of urgency and sincerity that make the experience and set the foundation for loyal customers. And then, there are lollipops!

I have been a PNC customer for years, traveling past ten different banks to get to our local branch. Recently, PNC purchased a regional bank and opened a new branch closer to our house. So, naturally my wife decides to start using the new branch closer to home. With a car full of kids, she pulls into the new bank and the crying and screaming begins! “This isn’t the bank where the nice lady gives us lollipops! I want to go to that bank!”

Now, I bet banks across America spend millions of dollars on lollipops every year. I’m certain that meetings have been held about the money that could be saved by cutting out lollipops. What an easy way to save money, increase profits… and lose customers. Thank you to the new branch of PNC for not cutting out lollipops. You still have me.

Steve Yastrow wrote in his book “Brand Harmony” that “the strength of a brand impression in a customer’s mind is not built through powerful messages but by messages that harmonize in the customer’s brain.”

Nothing harmonizes a four year old’s brain like lollipops! And nothing harmonizes in this customer’s brain like happy four year olds, regardless of the increased ATM fees!

Chris Plummer
General Manager
Nemacolin Woodlands Resort

Why do you choose Nemacolin?

Any marketer will tell you that the almighty referral is a company’s best friend. Why? Because consumers are very more than ever conscious, especially with the current economic situation. As consumers, we rely on the past experiences and decisions of others to determine the money and time we too will invest. Think about how quickly you form opinions when hearing about a relative or best friends recent travels. Their positive or negative experience ultimately determines your ‘new’ outlook and it is not uncommon for you to own their experience with them.

That is why Nemacolin encourages guest feedback, and we understand that it is important to our success. We at Nemacolin have a lot to be proud, but we are most proud of the stories, testimonials and shared guest’s experiences.

So we ask… Why do you choose Nemacolin? Here what past guests have to say:

Mike, Pittsburgh, PA: "The reason that we return to Nemacolin is pretty straightforward. I appreciate good service, friendly people and being treated respectfully. I am in the "service" business as well and can appreciate the challenges associated with running a large "client focused" business. Nemacolin delivered with exceptional service."

Mr. Bill M., Reston, VA: "We have already signed for 3 more years and this will be our location as long as I am in charge. Your service and attention to detail sets you apart. I can’t believe how accommodating your staff is. They are the best I have experienced. They make all the difference."

Ms. Linda C., Newark, OH: "Everyone loved the program. You guys truly made my job so easy. Your facility and staff couldn’t have been more helpful. I am looking forward to working with NWL for my September program."

We Love Our Guests! And have devoted a whole page to your testimonials and experiences. Click Here to view. Email us at birds.of.a.feather@nemacolin.com to share your Nemacolin experience. Please mention: “Feature me on your We Love Our Guests Page!” to be considered for inclusion.

The Great Chase, Teambuilding at Nemacolin

On the beautiful Sunday, August 23, 2009, morning Nemacolin facilitated one of our best teambuilding events called the Great Chase. This program is awesome in how dynamic it can be for groups. Whatever the demographic may be of the participants, there is something for everyone. Groups are split up into teams, given a map and their first clue. The “Chase” takes them all over our property and they compete an activity at each location. Whether it was climbing a cargo net, paddle boating, rock climbing or putting together a puzzle, the event can be customized to fit the needs of any group.

Each Great Chase is different and customized in its own way. Getting to know the group, their goals, and the make up of the participants help Nemacolin customize each event. All the activities are scored and put together at the end for a final score so winners can be determined. Although this gets disputed many times by competitive people who demand recounts, it is fun for everyone even if you don’t win.

This teambuilding event is just one of the many events we conduct on a regular basis. Whether it is a Scavenger Hunt, Traditional Teambuilding Initiatives, Boat Regatta’s, Off Road Driving Hunts, or Soap Box Derby’s, anything can be done. Our limit is no limit and if you can think it, we can create it. Every group needs teambuilding whether it is a group that is unfamiliar with each other, or a group that has been together for years. Bring your next teambuilding event and create lifelong memories while building important relationships to make your workplace productive.

Eric McElhone
Activity Sales Manager
Nemacolin Woodlands Resort

How To Go From A 13 Handicap To A 22 In One Year!

Golf Advice (or not!): How to go from a 13 handicap to a 22 in one year!

Well fellow golf fans and addicts, the PGA will brag about ways to improve that swing and shave strokes off your score but not I! In fact, I have added a good 8-10 strokes to my game per 18 holes in a bit less than a year. How did I accomplish such a feat you ask? Well let me give you some very useless and unhelpful hints, consider it my Top 10!

#10 Do not have a drink in 14+ months.

#9 Gain 15 lbs and see just how inflexible you really are!!

#8 Fall right into the worst recession in US History.

#7 Try selling high end corporate outings at a resort when there are "those" that have waged war on the banking and finance industry as well as the automotive industry, just to name a few.

#6 Come home one day to find your 15 year old son has ear rings in each ear!

#5 Leave that blackberry on while on the golf course and constantly check your messages throughout the round.

#4 Notice that your credit rating scores are dropping unlike your golf game… ouch!

#3 You gave up the Titleist Golf Balls for range balls.

#2 You realized that golf clubs do not float when thrown into a lake nor do they come back when thrown like a boomerang.

And the #1 way to go from a 13 handicap to a 22 in one year... You get winded driving a golf cart!

Stay tuned for more useless hints from that old resort sales guy!!

Who Said It’s Too Late To Live Out Your Major League Dreams?

On August 12, 2009, Nemacolin Woodlands Resort will run onto the field at Nationals Park in Washington DC. A six inning slugfest will allow a quickly building roster for a once-in-a-lifetime sporting experience.

Dennis Noonan, Nemacolin’s Vice President of Sales and Tom Smith, Assistant Vice President of Sales will act as the two team player/managers. The early favorite would have to be Noonan’s hand selected team. Noonan ‘just missed’ playing major league baseball and was regarded as a top* Division II relief pitcher with a filthy knuckleball while at St. Joseph’s College in Rensselaer, IN.

Teams will be pitching in the bullpen, snagging fly balls and taking some cuts in the batting cages during warm-up. At 12:30 p.m. the fun will begin with members of the Nationals’ organization serving as umpires and Nationals’ batting practice pitchers will be on the pitchers mound.

The jerseys are stitched and nearly ready to be hung in the lockers, but as you can guess…. there will be more to come as the game gets closer.

Plus, Nemacolin has launched a Major League Dream Contest and will select one winner to join them on August 12, 2009 to play in the six inning game. Click Here to sign-up today!

Hey, Big Leagues... Nemacolin can’t wait to take to the field and play ball!

Smiling Rules!

One of the biggest compliments a customer can give you is the ability to send them information. When a customer gives you their name, email, address or other forms of data, consider yourself lucky. They trust you, like your product and want to hear from you.

Companies can keep mounds and mounds of data on customers, but if that data is not turned into information and that information not given to the right people, it is wasted. Your employees on the front lines dealing with the customers are the ones who need the information and the information needs to be digestible to them. Or, your IT and Marketing departments have wasted a lot of time, energy and money.

The gaming industry has been considered one of the best in terms of customer data and using that data to drive “loyalty.” Casinos bank on “loyalty” being connected to a number. You have a worth to the casino and their sales and marketing programs are based on that worth. Earning reward “points” or other forms of reimbursement driven by the amount of money you spend is the driver to keep you “loyal”. “Why would you go anywhere else when you have all these points and promotions at my casino?”

But, I always thought that there should be a lot more to it than that. “Points” don’t create loyal customers. People, experience and a feeling of comfort create a connection with customers and that connection makes a customer loyal to your product.

The best place to watch the building blocks of “loyalty” in action is at the local Tavern. Great bartenders have it down and their livelihoods depend on it. They know what your favorite drink is and they are quick to strike up a conversation. Their loyal customers return day after day. Granted, they don’t have the massive amounts of data to process into information that most large companies do, but you can learn a lot from those simple interactions.

Customers want to earn smiles, acknowledgement and recognition. In return they will spend money with you. If a company wants to give them a few “points” for spending money, I’m sure they will like that as well. But don’t forget which one comes first.